Manager, Customer Success EMEA Scale

Samsara

Location not specified

Full Time

Posted May 6, 2026

Not Specified

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Job Description

The role involves leading a scalable customer success team focused on mid-market clients, designing engagement strategies, driving retention and expansion, and leveraging automation and AI to improve customer outcomes and team productivity in a fast-growing SaaS environment.

Key Responsibilities

Lead, coach, and develop a high-performing team managing portfolios of 75-150 accounts per CSM.
Define and optimize scalable engagement playbooks across onboarding, adoption, renewal, and expansion.
Build a data-driven operating rhythm to monitor customer health, risk, and opportunity signals.
Partner cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology to align customer insights with go-to-market strategies.
Drive digital programs and lifecycle campaigns to increase customer engagement and improve CSM efficiency.
Manage risk identification and mitigation at scale using data-driven insights.
Own retention and expansion outcomes across the customer portfolio.

Requirements

5 years of experience in Customer Success or similar function within a SaaS environment.
2 years of people management experience leading Customer Success Managers (CSMs) or similar customer-facing roles.
Experience in mid-market, tech-touch, digital, or scaled Customer Success models.
Demonstrated ownership or significant influence over retention and expansion outcomes.
Strong analytical capability comfortable using data to drive prioritization, segmentation, and performance management.
Experience building or optimizing scalable engagement playbooks and workflows.
Proven ability to lead through change in fast-paced, high-growth environments.
Bachelor’s degree from a 4-year accredited institution.